Customer Service Agent (Voice, Work from Home)
Satellite Office
Date: 2 weeks ago
City: Pasig City
Contract type: Full time
Remote
Position Summary
Working from home as part of our customer service team, you will provide friendly, professional voice-based support to customers across phone channels. The role focuses on delivering first-contact resolution, managing enquiries and complaints, client retention initiatives. This position requires excellent verbal communication, empathy, and the ability to work to KPIs in a fast-paced remote environment.
Key Accountabilities/Responsibilities
The responsibilities include the following:
Working from home as part of our customer service team, you will provide friendly, professional voice-based support to customers across phone channels. The role focuses on delivering first-contact resolution, managing enquiries and complaints, client retention initiatives. This position requires excellent verbal communication, empathy, and the ability to work to KPIs in a fast-paced remote environment.
Key Accountabilities/Responsibilities
The responsibilities include the following:
- Respond to inbound customer calls in a timely and professional manner, aiming for a one-touch resolution where possible.
- Handle customer disputes and complaints in line with company values, terms and conditions, and escalation procedures.
- Implement client retention strategies to maximise long-term satisfaction and loyalty among members.
- Meet and strive to exceed individual and team KPIs such as average handling time, first contact resolution, quality scores and customer satisfaction (CSAT).
- Escalate complex enquiries to the appropriate team and follow up to ensure timely resolution.
- Contribute to continuous improvement by sharing feedback and participating in team meetings and training sessions.
- Maintain strong working relationships with clinic, client and internal support teams to ensure seamless customer outcomes.
- Communicate clearly and professionally with customers and colleagues, adapting style to suit the situation.
- Collaborate with colleagues and managers to share knowledge and support team goals.
- Previous customer service experience, ideally in a call centre or voice support environment.
- Excellent verbal communication and active listening skills.
- Strong problem-solving abilities with a solution-focused mindset and empathy for customers.
- Proficiency with CRM systems and telephony platforms;
- Comfortable working remotely with effective time management and a reliable home working environment.
- Ability to multitask, maintain attention to detail and handle numerical information accurately.
- Experience in customer retention or subscription management is desirable.
- Team player with a positive attitude towards continuous improvement.
- This is a remote, voice-focused role requiring a quiet, professional home working environment and reliable broadband connectivity.
- Hours may include early mornings, evenings or weekend shifts depending on customer demand; full details will be provided during the recruitment process.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Head of Execution & Performance
Sprout Solutions,
Pasig City
1 week ago
Own the delivery of key business priorities and operational goals.Keep teams aligned, accountable, and focused on outcomes.Solve urgent operational issues and remove roadblocks.Improve systems that affect team efficiency and performance.Act as a key support partner to senior leadership.Minimum Qualifications3–6 years in operations, performance management, or project delivery.Strong leadership potential and decision-making ability.Comfortable handling pressure and complexity.Highly organized and action-oriented.Coachable with...
Material Engineer (DPWH Certified)
CEC Construction Corporation,
Pasig City
2 weeks ago
Job SummaryResponsible for overseeing the testing, evaluation, and quality assurance of construction materials used in infrastructure projects. Ensures that all materials comply with DPWH specifications, standards, and testing requirements before and during construction.Key Duties and ResponsibilitiesPrepare and implement the project's Quality Control Testing Plan (QCTP). Conduct and supervise laboratory and field testing of construction materials such as soil, aggregates, concrete,...
IT Infrastructure Systems Lead
Monde Nissin Corporation,
Pasig City
2 weeks ago
With Bachelor’s degree in engineering or any IT Related CoursesWith knowledge and experience on ITIL Method particularly on Incident ManagementAt least 3 years’ experience of managing a similarly five or more sized team direct reports, non-directs can be considered.At least 5 years of appropriate experience supporting IT infrastructure and service delivery preferably with a medium size organisation.Knowledge and experience in...
